Frequently Asked Questions

It only takes a few minutes:

1. Choose your product, then pick your size and shape on the product page. The size selector shows the recommended number of figures for each size.
2. Upload your photo on the customization page.
3. (Optional) Add custom text engraving (it's free)
4. (Optional) Add a Led Light Base to bring the engraving to life.
5. Add to cart and check out: enter your shipping and billing details, choose a shipping method, and pick how you'd like to pay.

You'll have a confirmation email in your inbox within minutes.

Yes. Customize your first crystal and add it to your cart, then go back to the product page and start a new personalization from scratch for the second one. Each crystal keeps its own photo that way.

It's part of the customization step:

1. Pick your crystal and click "Personalize" to open the customization page.
2. Click "Upload your photo" and choose the image from your phone, computer, or cloud storage.
3. Adjust it if you'd like (crop, rotate, reposition the subject).
4. Click "Save" to confirm.
5. Choose your size and any light base, then add to cart.

Your photo is attached to the order and goes straight to our design team after checkout.

A few quick things usually fix it: refresh the page and try again, switch browsers (Chrome, Safari, or Firefox), or reduce the file size if it's very large (over 10 MB). If it still won't cooperate, just place your order without photo and send us the photo with your order number via email, and we'll attach it for you.

We can't offer preview before an order is placed, as creating the custom 3D files requires dedicated time and resources from our design team. However, once your order is in and our designers build your 3D file, you can request a preview to approve before production. Just leave a note about requesting a proof at cart page.

Keep in mind it adds a little time to production, and a $25 fee applies if you decide to change your photo after seeing the preview.

That's completely normal. The image in your cart summary and confirmation email is just a default thumbnail of the product shape, there so you remember what you ordered. The crystal you actually receive is engraved with the photo you uploaded. Our design team has your real photo on file the moment you order, and that's what they use.

It depends on the crystal you build. Shape, size, and the Light Base is a separate add-on. Every product page shows the current price as you choose your options, so what you see there is always up to date.

We run promotions through the year, and any active offer is listed on our Special Offers page.

On the customization page, right after you upload your photo, you'll see the text engraving. Type your text, choose a font type. It's engraved inside the crystal in white, just like your photo, and it's permanent. There's no hard character limit, but the text scales to your crystal size, so shorter messages read best on smaller crystals.

We engrave text on 3D Crystals only, not on the Light Bases

We really recommend it. Your crystal is clear, and the engraving is pure white and gray, so in everyday light the image can sit quietly. A Light Base lights it from below and brings the whole design to life. You can light it in cool white, or switch to red, green, or blue, whichever suits the moment. Once you select your crystal size, the product page displays the Light Bases that are compatible with it. Pick one of those, and your crystal will sit and glow just right.

It comes down to how many figures (people or pets) you want engraved. On every product page, the size selector lays it out for you: each size shows a small person icon with a recommended figure range, the crystal's dimensions, and the price. Every person or pet counts as one figure, so a couple is 2, and a family of four with a pet is 5. Pick the size whose range fits your count. 

When you're torn between two, size up: a larger crystal gives our artists more room to capture details. Figure counts shift from shape to shape, so always check the selector on the exact product you're looking at. For precise dimensions, the size chart lives in the product images.

Wherever you'd like. You can leave a note at cart page if you want any specific place. If you'd rather leave it to us, the defaults are: standard orders get the text on the lower portion below the photo.

Three: Monotype Corsiva (formal cursive script), Script MT Bold (bold flowing script), and Georgia (quintessential serif typeface). You can preview each one on the customization page before you decide.

Our laser engraves in white and gray only, so every crystal comes out as a white (and soft gray) image inside clear crystal, whatever the original photo looks like. We prepare a detailed black-and-white version of your photo before engraving begins. It's part of what gives the crystal its glow.

Ultra HD Engraving is our premium engraving quality. It uses the same 3D laser process and the same crystal as our standard option, but it packs about 50% more dots into the crystal, so faces look more lifelike and fine details like eyes, hair, and clothing come through sharper. The name refers to that higher dot density, not TV resolution: more dots, more detail.

How does it compare to 3D Standard? 3D Standard is our default. It captures the essence of your image with good detail and looks excellent for most photos and everyday gifts. Ultra HD Engraving is worth the upgrade when the photo is a close-up portrait where facial detail matters, or when the crystal marks a milestone (anniversary, memorial, wedding). For group shots or more casual gifts, 3D Standard already delivers a beautiful result.

You can apply it on the product page, after picking your shape, before adding to cart.

Our crystals aren't made to hold ashes. Many families keep the ashes in an urn and set the memorial crystal beside it, so the two rest together as a tribute. Side by side, they make a quiet, personal display.

We can only engrave the pieces we sell, since our lasers are calibrated specifically for them. If you have a custom project in mind, get in touch and we'll let you know whether one of our products is a fit.

3D Crystal Prestige has a unique shape, and its front and back engrave differently, so we can't include a 2D background on it. If a background matters to you, just choose one of our other shapes, which all support the background layer.

The photo you upload shapes everything about your finished crystal. A few things make the biggest difference:

• Even lighting: soft light on faces, nothing too dark or washed out.
• Sharp focus: if the faces look fuzzy when you zoom in, the engraving will too.
• Good framing: subjects from the chest up, faces fully visible and not cut off.
• A front-facing angle: our 3D process only renders what the camera saw, so a face turned sharply to the side can leave blank gaps. Front-facing or a slight three-quarter angle works best.
• Good condition: older or scanned photos are fine, as long as they aren't heavily creased, faded, or scratched.

On formats, we accept JPG/JPEG, PNG, and HEIC (iPhone photos). For the sharpest result, upload the original, highest-resolution version straight from your camera roll, computer, or cloud storage. 

Not sure about yours? Send it over before ordering and we'll tell you honestly.

For the best result, choose a sharp, well-lit photo where the subject's face is clearly visible. Smartphone photos usually work very well. Avoid heavily blurred, very dark, or extremely low-resolution images.

We'll still do our best with it. Our designers clean up what they can: adjusting lighting, smoothing small blemishes, sharpening faces. There's a limit to what we can fix without changing how people look, so if a photo has serious issues (heavily blurred, partial faces, very dark), we may reach out before engraving to ask for a better version.

Combining several photos into one crystal usually works. Since the product page doesn't have a multi-photo option, reach out to us first with your photos and how you picture them together, and we'll recommend a size. From there you place the order and reply to your confirmation email with the extra photos. Everything is woven into a single 3D engraving (no collages or separate panels), there's no extra charge, and larger sizes give us more room to do it justice.

Yes, and at no extra charge. Our designers can remove small stains or marks, take out a small object or a stranger in the background, fix shadows on faces, reposition or remove a person depending on their pose, and enhance overall clarity and brightness. What we can't do is recreate image content: we don't rebuild blurry or missing faces, redraw body parts that are cut off, invent backgrounds that weren't there, or significantly change someone's appearance. Small to medium edits, yes; creating new content, no. If you're unsure, send the photo over before ordering.

Either works, it genuinely doesn't matter. Your engraving comes out white inside the crystal whether the original is in color or black and white, because our laser engraves in white only. We prepare a detailed black-and-white version of your photo before engraving begins.

Your total delivery time is production plus shipping. Production takes 1-2 business days, then shipping depends on the method you pick at checkout: 

Standard free shipping (2-5 business days), or DHL Express Worldwide (1-2 business days). 

Orders placed after 12:00 AM EST start production the next business day. So a typical Standard order lands in roughly 3-5 business days, all excluding weekends and holidays.

We ship worldwide, with a few exceptions: we currently don't ship to Africa, China, Palestine, Southwest Asia, or the former Yugoslavia. Everywhere else, your order ships from Ontario, Canada via Canada Post, or DHL Express Worldwide depending on the destination, then your local postal service handles final delivery. International rates are calculated at checkout. One thing to know: we aren't responsible for customs fees, duties, or taxes, which your country charges separately.

It depends on your order's size and weight, the method you choose, and where it's going, so the exact rate is calculated at checkout once you enter your address. Good news: U.S. and Canada orders over $79 ships free, applied automatically when you qualify.

Everything is designed, engraved, hand-inspected, and packed in our studio in Oakville, Ontario, and ships from there. Our whole production team is Canada-based.

Yes to all three. PO Boxes and APO/FPO/DPO military addresses ship via USPS (military addresses can take a bit longer than standard domestic). Canada ships via UPS or Canada Post depending on the destination.

No. We never include a receipt, invoice, or any pricing inside the box, so every order arrives gift-ready and the recipient won't see what you paid. Inside you'll find the crystal (and Light Base, if you ordered one) in its presentation box, with protective packaging around it, and nothing else. Your receipt is emailed to you when you order.

Not within a single order, our checkout uses one shipping address per order. If you're sending crystals to different people, just place a separate order for each address.

Once your order has shipped, you’ll receive a shipping confirmation email with tracking information when available. You can also track your order anytime from our Track My Order page using your email address and order number.

Your crystal is built to last, and a few simple habits keep it pristine. For everyday dust, a dry microfiber cloth does the job; for a deeper clean, use mild dish soap and warm water, or a little ammonia-free glass cleaner sprayed onto a cloth (not straight onto the crystal). Because the engraving is inside the crystal, cleaning the surface never touches the image, and it won't fade, peel, or scratch over time. It's still crystal, though, so keep it on a stable surface away from drops and bumps, and indoors, away from rain, long hours of direct sun, and extreme temperature swings. If you're putting it away, wrap it in soft cloth or tissue and keep it in its gift box somewhere dry (skip attics and garages). And don't submerge it, a damp wipe is as wet as it should ever get.

Led Light Base sits under your crystal and lights the engraving from below, giving the image depth and bringing it to life. A few essentials:

Power: it runs on 3 AAA batteries or the included power cord (batteries aren't included). The cord is great for a permanent spot near an outlet; batteries keep it flexible for a shelf or a gift. If you won't be using the base for a while, unplug the cord and take the batteries out before storing it.

Colors: it lights up in four, cool white, red, blue, and green, and you cycle through them with the button. There's no timer, so you turn it on and off yourself.

Wooden version: Premium (raised wood borders plus a soft fabric top where the crystal rests).

Choosing the size: once you pick your crystal size on the product page, it shows the Light Bases that fit it. Pick one of those.

Keeping it working: the base is an electrical product and it is not waterproof, so never submerge it and keep it away from sinks and anywhere water splashes. Clean the wood with a dry or barely damp cloth, and keep the spot where the light shines through free of dust by lifting the crystal off and giving it a quick wipe with a microfiber cloth.

If it ever won't turn on, swap in three fresh AAA batteries (don't mix old and new) or try the power cord. If neither helps, reach out with your order number and we'll sort it out.

Your necklace is made the same way as a tabletop crystal, with your photo engraved inside the pendant, so the image won't fade, peel, or scratch. Clean the pendant just like a crystal: a gentle wipe with mild soap and water, or glass cleaner on a cloth. The part to baby is the sterling silver chain (included): it's fine with light rain, sweat, and quick hand-washing, but take it off before showering, swimming, the ocean, or hot tubs, since soap, chlorine, and salt dull or corrode silver over time. It's also best to put the necklace on after lotions, perfumes, or hair products, since they can leave a film on the crystal. If the chain dulls, polish it gently with a silver cloth, and if it ever breaks within reasonable use, reach out with your order number and a couple of photos, and we'll help with a replacement or repair.

Broken optical crystal has very sharp edges, so safety first: pick up the larger pieces wearing gloves or using a folded paper towel, vacuum the area for smaller shards, and dispose of everything in a sealed container marked as broken glass.

An accident at home isn't covered by our damage policy, which protects your order until it arrives safely at your door. Even so, reach out with your order number: we'll make ordering a replacement as simple as possible.

We recommend displaying your crystal away from prolonged direct sunlight and extreme temperatures to help keep it looking its best.

Once your order ships, you can track it two ways: the "Order shipped" email we send with your tracking link the moment the label is created, and your account at account.cheapcrystal.com, where the tracking link appears. Both update at the same time. You can also use Track My Order page to see shipping activities.

Tracking is generated after production (typically 1-2 business days), so if you don't see it yet, your order is most likely still in progress.

First, a few quick checks: confirm the shipping address on your order is correct, look around the usual spots (front door, side gate, garage, mailbox, lobby), ask household members or neighbors, and give it a day, since carriers sometimes scan "delivered" a little early and it shows up within 24 hours. It also helps to contact the carrier for exactly where it was left. If it still hasn't turned up, reach out within 48 hours of the delivery scan with your order number and we'll help investigate. If you believe that package was stolen, we'll guide you through the claim (which may need a police report when the carrier shows proof of delivery).

Order changes and cancellations go through our support team, so we can check where your order is in production. Reach out as soon as possible with your order number and what you'd like to change or cancel. Changes are easiest in the early stages; once engraving has started, some changes and cancellations may no longer be possible, so the sooner you reach out, the better.

You can update your shipping address as long as your order hasn't shipped. Reach out as soon as possible with your order number and the corrected address. Address changes are easy early in production but get harder the closer your order is to shipping, and once it ships the address can't be changed. One note: for payment-security reasons, the billing address can't be changed after an order is placed, only the shipping address, and only before it ships.

Production runs on a standard 1-2 business day timeline and we don't speed that part up, but you can get your order sooner by choosing a faster shipping method. At checkout you'll see Express (4 business days) and DHL Express Worldwide (1-2 business days) alongside Standard free shipping (2-5 business days). If you've already ordered and it hasn't shipped yet, reach out with your order number and the method you'd like, and we'll send you the cost difference to upgrade. If you need it by a specific date and timing is tight, message us before ordering with the date and ZIP code, and we'll tell you whether it's realistic.

You can upgrade to a larger size or add a Led Light Base, as long as your order hasn't reached engraving. Reach out with your order number and what you'd like to add. For a larger size, we'll send you an invoice for the price difference; for a Light Base, just tell us and we'll add the right one and send an invoice. You're always in control of any extra charge: we never charge without your approval and we don't have access to your payment details, so any add-on goes out as an invoice for you to pay securely.

Reach out as soon as possible with your order number and the correction. This covers a wrong photo, wrong engraving text, wrong size, wrong shipping address, and similar slips. The earlier you catch it, the more likely we can fix it before production starts; once engraving begins, some things can't be undone.

You'll receive three, automatically, as your order moves along: an order confirmation right after you place it, an "Order shipped" email with tracking once the label is created, and an "Order delivered" email when the carrier marks it delivered. If you're not seeing them, check your spam folder.

If something isn’t right with your order, we’ll review the issue and help with the appropriate solution.

If your package is lost or damaged in transit: We’ll send a replacement so you receive the keepsake you ordered.

If your package was stolen: A police report is required before we can process a replacement.

If there is an engraving error or manufacturing defect caused by us: We’ll provide a free replacement. Refunds are not offered for engraving or production errors.

If the issue is caused by the customer: For example, an incorrect photo, text, or personalization details provided at the time of ordering, we can offer a replacement at 50% off the original product price.

To start: Please contact us with your order number, a brief description of the issue, and clear photos when applicable. Our team will review your request and let you know the next steps.

Once we receive your return and confirm everything's in order, we process the refund back to your original payment method. After that, your bank usually takes about 3-4 business days to show it, depending on the bank.

What if my package was lost in transit? If your package is lost, we file a claim with the carrier and ship you a replacement. We don't issue refunds for shipments lost in transit, the replacement is the resolution.

Inspect your order as soon as it arrives, and if anything is defective, damaged, or incorrect, reach out right away with your order number.

What photo do I need to send? A photo of the item placed against a black background, clearly showing the issue. The black background helps us see the defect or damage in the crystal; without it, we can't verify the issue.

What happens after I report a problem? We review your photos and order details, and one of two paths applies. If the issue is confirmed (damaged in transit, defective, wrong item, or our error), we ship a free, expedited replacement, or process a refund once your return is received if you'd prefer. If our review doesn't confirm the issue, return shipping is on you and a 25% production fee applies, whether you'd like a replacement or a refund.

Led Light Base isn't working. If your light base arrives defective or stops working after a short time, we'll send you a new one. Reach out with your order number and a short video of the light base (plugged in, or with the batteries in, if you can) so we can see what's happening, and we'll get a replacement base on its way to you.

You have 30 days from the day you receive your order to start a return. Items must be unused and in their original packaging, and proof of purchase is required.

Do you offer exchanges? Refunds or exchanges for dissatisfaction are handled case by case. We'll work with you to find a fair resolution, just reach out with your order number and what you'd like to do.

Production begins shortly after an order is placed, so cancellation requests are time-sensitive.

• Orders cancelled within 2 hours of purchase will receive a full refund.
• Cancellation requests submitted after 2 hours, but before production begins, are subject to a $20 customization and processing fee.
• Once production has started, orders cannot be cancelled because they have entered the custom manufacturing process.

Yes. We make personalized 3D Photo Crystals for corporate awards, client gifts, employee milestones, and event recognition, with volume pricing, custom branding, and full design support. Pricing scales with quantity (better per-unit pricing at 10+ and again at 50+ units), and every piece includes the 3D engraving and premium gift-ready packaging. Led Light Base is an optional add-on at standard pricing. You can even request a free preview with no obligation. To get a quote or start an order, please reach out and we'll respond within 24 hours.

Yes. Place your order as usual and upload your main photo, then send us your order number and the logo file right after checkout, along with any notes on placement. Just send your logo as a high-resolution PNG (a clear JPG or PDF file works too). It can stretch production time a little, and we'll confirm the timeline when we get back to you.

Cheap Crystal creates personalized optical crystal keepsakes using precision subsurface laser engraving. Each crystal is carefully produced to turn meaningful photographs into lasting 3D memories.

We're based in Oakville, Ontario, where our team handcrafts every crystal in our production facility. We ship across the U.S., Canada, and internationally, with a few destination exceptions.

Yes. Here's who we are and how to check.

How to verify us: you don't have to take our word for it. Read the verified reviews (with photos) on every product page, we don't filter or remove negative ones. Check our social media, we're active on Facebook and Instagram with regular posts. Browse our website, with detailed product pages, policies, and an active blog. And contact us before ordering, by email or chat, and you'll be talking to a real person on our team within one business day.

Our team: when you email or chat, you reach real people on our team, not bots or outsourced scripts. We're the same team handling design questions, order updates, and any concerns. If anything feels uncertain before you order, just reach out, we'd much rather answer your questions than have you order with doubts.

Your photos are private. We use them only to create your crystal, never for marketing, social media, website galleries, ads, or anything public. Internally, only the people producing your order see your photo: the designer, the laser technician, and the inspector. Uploads happen over a secure (HTTPS) connection, and we keep order photos only as long as we need them to complete production and handle any reprint or quality issue. If you'd like your photo sent back or removed from our records sooner, just let us know with your order number. And if you ever want your crystal featured, that's opt-in only, we never share anything without your written permission.

Yes, fully. Checkout runs on Shopify, with all transactions encrypted (SSL) and PCI DSS compliant. We don't store or even have access to your full card number, CVV, or expiration, that goes straight to the payment processor (Shopify Payments, PayPal, Shop Pay, etc.). One common question: if you see two charges, you've only been charged once. Banks often show a temporary "pending authorization" alongside the real charge, and the pending one drops off on its own in a few business days. If both are still there after 7-10 business days, send us your order number and a screenshot and we'll look into it.

Email support@cheapcrystal.com or use the chat on our site, and you'll reach a real person on our team. We typically respond within one business day. If you've written in and haven't heard back, check your spam or promotions folder first, our reply sometimes lands there, then follow up with your order number and we'll prioritize it.

For emails, click the "Unsubscribe" link at the bottom of any marketing email. We use a few separate lists (new arrivals, sales, holiday), so you may need to unsubscribe from more than one to come off all of them. For texts, reply STOP to any message from us. Either way, you'll still get the important transactional messages about your order (confirmation, shipping, delivery), since those aren't part of the marketing lists. Still getting emails after a few days? Let us know the exact address and we'll remove it manually.

We offer promotional discounts, rewards, and special offers from time to time. Check our Offers page or subscribe to our email list to stay updated on our latest deals and promotions.

At checkout, paste your code into the "Gift Card or Discount Code" field and click apply, and your total updates automatically. A few things to know: only one discount code per order (codes can't be stacked), and they don't apply to copies & crystal add-ons. If a code won't apply and you think it should, send us the code and your order details and we'll check.

At checkout you can pay with credit and debit cards (Visa, Mastercard, Amex, Discover), Shop Pay, PayPal, and Google Pay. Each order goes through a single payment method, and refunds always go back to the original one. Most major international cards and PayPal work too, though the Buy Now Pay Later options may not appear outside their supported countries.